Customer Success Manager

Position Overview:

BiltOn is seeking an experienced, operationally minded, and customer-obsessed Customer Success Manager to join our US-based team. In this role, you will be the primary owner of the customer relationship from the moment a deal closes through the full lifecycle of the account. This is not a passive account management role; it is a deeply operational, field-oriented position where you will translate the BiltOn platform into measurable operational value for construction clients. You will drive onboarding, ensure platform adoption, manage complex stakeholder relationships, and serve as the expert voice of the customer within BiltOn.

Key Responsibilities:

• End-to-End Account Ownership: Act as the primary relationship owner for a portfolio of construction accounts. Be the face of BiltOn on-site and the internal champion for each customer.

• Onboarding & Implementation Lead: Drive the rollout of BiltOn across new accounts—from worker onboarding configuration and access control setup to crew-level training and successful "go-live" on construction sites.

• Adoption & Value Realization: Proactively monitor usage dashboards, identify at-risk accounts, and execute recovery plans to ensure customers derive maximum ROI from our platform.

• Field Engagement: Conduct site visits to observe operations, reinforce product usage, train site officials/foremen, and identify operational pain points that BiltOn can solve.

• Integration Coordination: Lead customer-facing integrations (e.g., Procore, Autodesk Build) from kickoff to execution. Train site teams on integrated workflows and troubleshoot sync issues in partnership with Product and Engineering.

• Strategic Reviews: Partner with Account Executives to deliver Quarterly Business Reviews (QBRs) with executive stakeholders, presenting adoption data, compliance trends, and roadmap alignment.

• Cross-Functional Advocacy: Capture and translate structured product feedback and feature requests into business impact, advocating for customer requirements with our Product and Engineering teams.

• Escalation Management: Own customer-facing communication during incidents or unresolved issues, coordinating internally until resolution.

Qualifications:

• Experience: 3–5 years of experience in Customer Success or Account Management, preferably in SaaS, construction-tech, or field operations environments.

• Operational Mindset: Demonstrated ability to manage complex, multi-stakeholder workflows and operational processes. You are comfortable balancing office-based strategy with "boots on the ground" field work.

• Communication Skills: Exceptional interpersonal skills. You can speak the language of construction foremen, superintendents, and project executives with equal credibility.

• Technical Proficiency: Ability to quickly master new software systems (CRM/Salesforce, Jira, Slack) and understand integrations (Procore/Autodesk knowledge is a significant plus).

• Data-Driven: Proficiency in tracking and analyzing usage metrics to identify trends, mitigate churn, and drive growth.

• Problem Solver: Proven track record of managing escalations and finding crea